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  • Exam Name: Contact Center Accredited Professional (AP-226)
  • Last Update: 16-Oct-2025
  • Questions and Answers: 205
  • Single Choice: 204 Q&A's
  • Multiple Choice: 1 Q&A's

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Salesforce-Contact-Center Questions and Answers

Question # 1

To ensure a successful digital transformation with a multi-channel strategy,

engaging the right stakeholders during the discovery phase is crucial.

Here's the breakdown of the options and why the most suitable choice is:

Option 3: VP of Customer Experience; VP of Service; IT Leadership.

Which set of key performance indicators (KPIs) should the consultant ..to measure the success of contact center implementation?

A.

Average response time, cost per call, deflection rate, and employee training

lime

B.

Revenue growth number of repeat customers, net promoter source, and employer le

C.

Average handling time, number of calls answered, customer satisfaction an training time

Question # 2

The customer wants to capture customer feedback through post-interaction surveys. Which feedback mechanism would be most beneficial?

A.

Integrate with a third-party survey platform for customization and detailed analysis.

B.

Utilize Salesforce Surveys with pre-built templates for collecting feedback after case closure.

C.

Implement chatbots with in-conversation surveys to gather immediate feedback during interactions.

D.

Develop custom case fields and workflows to capture and track customer feedback internally.

Question # 3

The consultant needs to specify the Inbound Flow Action in the channel

setting, in addition to selecting the flow, to use the Omni-Channel flow for

the Enhanced Bot.

During a workshop, management at a company explains that its contact

center has specific teams supporting specific accounts. Customers generally contact the company through email. The case goes to a general

queue, where the agents pick up the case manually.

Management would like available agents to receive the cases automatically

so they do not pick cases. They also require that if the case cannot be

directed to the correct agent, there is a fallback option. The agent can be

assigned cases from different channels and would like this incorporated

into the routing model.

Which setting in Email-to-Case should a consultant recommend the

company utilize?

A.

Flow Settings

B.

Case Owner Settings

C.

Task Settings

View More Salesforce-Contact-Center Questions

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Salesforce Salesforce-Contact-Center Exam Dumps FAQs

The Salesforce Contact Center Professional (CCP) test assesses Accredited Professional Certification Dumps a candidate's practical knowledge and skills in planning, deploying, and improving Salesforce support Cloud for efficient contact center operations and customer support.

Passing the Salesforce Contact Center Professional exam awards the Salesforce Certified Contact Center Professional credential, a specialized certification demonstrating expertise in Salesforce-driven contact center solutions.

The CCP exam covers essential areas including Service Cloud features (case management, knowledge, entitlements), omni-channel routing, integrated voice solutions, digital service channels (chat, SMS, social), self-service portals, and performance metrics and reporting within a contact center context.

While there are no strict formal prerequisites, Salesforce recommends that candidates have a strong foundational understanding of Salesforce Service Cloud, ideally gained through practical experience or other relevant certifications like the Salesforce Administrator or Service Cloud Consultant.

The Salesforce Contact Center Professional exam costs $150 USD. A retake fee, typically half the original cost, applies if you need to re-attempt the exam.

The CCP exam consists of 60 multiple-choice and true/false questions, and candidates are given 75 minutes to complete the test.

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